Service Level Management (SLM) is the process of ensuring that services (and therefore, service levels) are defined, negotiated, delivered and reviewed.
It enables IT resources to be planned accurately, thereby limiting costs and achieving a more consistent customer experience. Regular reporting as well KPIs enable quick response to any irregularities.
Establishing service level agreements and metrics is a fundamental part of SLM, with the goal of setting customer expectations that can be met. These can be anything from the time to respond to an issue, to the resolution.
The development of training materials, and their implementation is also essential to a strong SLM. This includes identifying staff http://www.slm-info.org training requirements and testing them to ensure retention.
SLM involves continuously monitoring performance to ensure customer satisfaction. It allows the company to continually improve their offerings and build trust with their clients – a key component of winning new business.
SLM is also important in improving customer satisfaction, as this can lead to an increase in revenue and value. It is important that both the IT department and business departments are constantly looking for new ways of increasing customer satisfaction.
Service level management is an ongoing and complex process. It requires a well-staffed team and processes that are rock-solid. It requires an experienced team that can be relied upon to detect problems and issues well before they escalate. It is important to use the right tools when managing SLAs.